Here to help

FAQ

Stock and Availability

What happens if an item is out of stock?

Whilst we make every effort to ensure all items in store are always in stock, occasionally some items will be temporarily out of stock.

Items in high demand
If a particular item is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example, "Available within 7 days".

If we cannot get any more stock
If an item is out of stock and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item that you really want, email our Customer.services@bvbonlineshop.com team with the details of the item you wish to purchase and we will do our best to try and get it for you.

I have ordered multiple items with different stock availability. When will these be delivered?

If you have selected multiple items with different availability times then we will despatch your order when all the items are ready. If you need some items quicker than others then you will need to order them separately.

Placing Your Order

How do I place an order?

When you have found the item(s) you wish to purchase, please follow the instructions below:-

Select the correct size for the item(s) (where applicable)

Check the expected delivery dates for the item

Enter the desired quantity correctly

Read the Terms and Conditions

Click the "Add to Basket" button - you will be taken to the basket page

Check that the items in your basket are the items you want to order

Choose your preferred delivery destination (either home delivery or to one of our stores)

Home Delivery

Choose your delivery address or create a new address

Choose your delivery options

Click the "Go to Checkout" button

If you are a new BVB Fanshop.com user...

Enter your email address

Create a password

Confirm your password

Click the "Submit" button

Enter your name and billing address (this is the address where your bills are sent to)

Can I place an order over the phone?

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary

When placing an order over the phone, please make sure you have:

The list of items you wish to buy

Your payment details

How do I use search?

The BVB Fanshop.com uses a powerful search tool that enables you to find the products you want quickly and efficiently. When you make a search, (or when you browse via the navigation) the left hand side of the page will show the categories and search refinements available to you.

The "Select a Category" section at the top shows you how many categories are relevant to your search term. For example, if you search for the word "Tops" the categories "Fashion", "Training", "Baby" and "Souvenirs" will appear. Selecting one of these categories will display the number of items relating to "Tops".

The "Refine Your Search" section shows additional properties of the products such as "Size", "Price" and "Brand". These will help you to narrow your search effectively.

Not seeing enough products?

The area at the top of the page, below the menu bar, shows you where you have navigated and the search refinements you have made. This starts with "You are here..." and is referred to as the breadcrumb.

On occasions you may find that you have made too many refinements and as a result you may only see a few products on the page. If this is the case, simply click on the "X" next to the category or search refinement that you want to remove in the breadcrumb. This will broaden your search and a greater number of products should appear.

Why are the colours of my goods slightly different to the pictures on the site?

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.

Do you have sizing charts?

On product pages that feature items of clothing, you can find a link to a sizing chart (located next to the size drop-down menu). As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide.

To see the full size charts for Men, Women, Boys and Girls see product detail pages.

Delivery and Shipping

UK DELIVERIES

UK Standard Delivery - Delivery takes 1-3 working days from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that this service is not available to Northern Ireland, non-mainland UK and certain remote areas.

UK Standard delivery is free on all orders over £75 or £4.95 otherwise.

UK Click and Collect - (over 5000 locations, 2-3 working days) - A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (collection point finder available at checkout). There are over 5,000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week.

Need it faster?

UK Express Delivery - Express Delivery takes 1 working day from when the order leaves our warehouse. You need to place your order before 8pm and without any personalisation or badge printing for same day despatch. Please note that delivery to Northern Ireland, non-mainland UK and certain remote will take longer.

If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.

Depending on the weight, volume and value of your order and your delivery address, we will select an appropriate carrier to deliver your order.

We do not offer guaranteed delivery on weekends or public holidays.

INTERNATIONAL DELIVERIES

Standard International Delivery - (3 - 10 days) - This service will be delivered through your local mail service and does not usually come with a tracking number. Orders are usually delivered within 3-10 days but in the event that it takes longer than this, please allow upto 20 working days from the date your order leaves our warehouse.

Please note: In order to qualify for Standard International Delivery your order must meet the below criteria. If your order exceeds any of them the standard delivery option will not be available:

Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.

If your order includes a personalised item this may add an additional 3-5 days to dispatch of your order regardless of which delivery service is selected.

ADDITIONAL INFORMATION

CUSTOMS & DUTY

Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.

We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.

Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:

Despatching of Orders - Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:

Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website

Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.

Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be despatched.

Payments

Which credit/debit cards do you accept?

We currently accept the following credit cards:

Mastercard Credit / Debit

Maestro

Solo

International Maestro

Visa Credit / Debit

American Express

Which currencies are payments accepted in?

We accept payment in the following currencies:

British Pounds Stirling (£)

US Dollars ($)

Euro (€)

Australian Dollars ($)

Japanese Yen (¥)

Chinese Yuan (¥)

South Korean Won (₩)

How do I change the currency on the site?

Click the appropriate currency symbol at the top right of the page.

When you click one of these symbols, the page you are on will refresh and all prices will be displayed in your new currency. Prices will be displayed in your new currency until you change it again, even if you leave the site and come back later.

Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card.

How long does it take for the transaction to go through?

After you have confirmed your purchase, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorisation is given before we complete the order.

Can I change my order?

If you wish to change your order, you will need to contact the Customer Services team as soon as possible after placing your order. This is because we start processing the order as soon as the order confirmation email is sent. This enables us to provide you with the quickest possible service.

When will my credit/debit card be charged?

No actual payment is taken until your goods are being packed for delivery. Pre-order items will also not be charged for until your goods are being packed for delivery.

Your Security

BVB Fanshop.com has a committed Security Policy. We will retain copies of the information that you provide when you:

register on this site

order any products from this Site

enter into any competitions

Is placing an order secure?

When you order anything from the BVB Fanshop.com your order is made over a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. Encryption is used on all pages within the buying process, making shopping on the BVB Fanshop.com as safe as possible.

How can I tell if the BVB Fanshop.com site is a secure one?

You can tell that our site is secure by looking for the following:

a picture of a small padlock - this normally appears bottom right of the browser window.

in the web page address a secure page will begin with "https://" denoting that the site is using a secure server for the transaction of data.

right click on the page, select "properties" (or "view frame info"). The resulting page will have a section called "Security info for this page" or a button called "certificates". These will show:

the website owner,

the security company (in our case, Verisign)

the level of encryption.

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.

What else can I do to ensure my details remain safe?

Look for a VeriSign logo and only purchase from merchants you know and trust. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web sites owner (in this case, the merchant).

Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or VeriSign Inc has issued the certificate.

How is my data protected?

We implement a number of sophisticated security measures to ensure the safety of the personal information you provide. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information.

Who are VeriSign?

VeriSign, Inc. is the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on VeriSign please visit their web site at http://www.verisign.com.

If you have any concerns about the security of our site, or if you have any further queries, please contact the Customer Services team.

What is encryption and how does it work?

Put simply, encryption changes data so that it becomes completely unreadable to anyone other than the intended recipient.

Now for the technical bit!

When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser.

When the certificate arrives, it contains a public key, which functions as a one-way encryption device.

The browser then uses this key to scramble your personal data (credit card Information) before sending it over the Internet.

All credit card details are encrypted using VeriSign 40bit SSL (Secure Sockets Layer) Software. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has.

Do you check for fraudulent credit/debit cards?

When we receive your credit/debit card details, an on-line check of your credit/debit card is made. This process ensures the card number you entered actually corresponds to a real card number and is not a bogus card.

We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any discourtesy if your card is chosen for a random check. We reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours.

Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

Note: with American Express cards, the card security number is 4 digits long and is printed on the front of the card.

What legal protection do I have?

You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

What is 'Your Profile'?

'Your Profile' is an area of the site where the information that you submitted during registration is stored. There are numerous things you can do in this section:

Amend or update your personal details (i.e. if you move house, you will want to change your address)

Create an Address Book (useful for delivery to addresses other than your own). Here you can add, view, edit and delete addresses

Change your password

Track orders

View your order history

Set the preferences for the emails you receive from us

View your Wishlist

Do I need to create a profile?

If you already have a profile set up with the BVB Fanshop.com, you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can browse through the site without setting up a profile. The first time you purchase an item from us, a profile will be set up automatically for you as you will need to enter this information to successfully place an order.

You will be asked to enter your email address and a password. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.

How do I update my personal information?

Click on 'Your Profile' at the top of any page

Enter your username and password

Click on 'Personal Details'

Update your personal details as required

Click the 'Submit' button

What should I do if I forget my password?

If you forget your password:

Click on the 'Forgot Password' link in the 'Your Profile' area at the top of the screen.

Enter your email address

An email will be sent to you with a new password.

Login to 'Your Profile' using your new password

Click 'Password'

Enter a new password

Click the 'Submit' button

How can I tell which carrier has been used?

Here's how you can found out which carrier has been used to deliver your order:

Click on 'Your Profile' and log in

Click on the 'Order History' link

Each order will show the carrier used

Alternatively, check your despatch email where you can also find confirmation of the carrier used.

How do I remove my profile?

You have the right to remove your personal information and preferences. In order to do this, please write to us including the following information:

Your name,

Your address and/or...

The e-mail address you set up the profile with.

Post your letter to the following address:

BVB Fanshop.com
c/o Fanatics
Greengate
Manchester
England
M24 1FD

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